Parcel Bee Terms and Conditions

1.1 Service Overview

Parcel Bee provides shipping and related platform services to e-commerce merchants, Shopify merchants, online and offline retailers, warehouses, fulfillment providers, and other eligible users. Services may include, but are not limited to:

• Online shipping label creation and purchase;
• Order processing and parcel management;
• Parcel pickup and shipment tracking;
• Return shipping labels and related return management services;
• Less-than-truckload (LTL) freight and other related logistics services.

1.2 Contracting Entity

Parcel Bee is the service brand of Neighbour Express Ltd., which operates the Parcel Bee platform and is the contracting entity under these Terms. In these Terms, “Parcel Bee,” “we,” “us,” and “the Platform” refer to Neighbour Express Ltd. in relation to the applicable services.

1.3 Users

A “User” is any individual or business that registers for, accesses, or uses the Parcel Bee platform or related services. If a User uses the services on behalf of a business, the User represents that they are authorized to bind that business to these Terms.

2.1 Registration Information

Users must provide truthful, accurate, complete, and up-to-date registration information, including, where applicable, their name, business name, contact information, and other required details. Users must promptly update any information that changes.

2.2 Account Security

Users are responsible for safeguarding their login credentials and for activities conducted through their accounts. If a User becomes aware of unauthorized access to or use of their account, the User must notify Parcel Bee promptly.

Users must also protect API keys, secrets, integration credentials, and access granted to employees, warehouses, fulfilment providers, or other representatives. Users are responsible for orders and instructions submitted by their authorized representatives and systems and must promptly revoke access that is no longer authorized. Suspected credential compromise must be reported to Parcel Bee promptly. Responsibility for unauthorized activity will be determined from the circumstances and applicable law.

2.3 Prohibited Account Use

Users must not:

• Provide false, misleading, or fraudulent information;
• Impersonate another person or use another person's account without authorization;
• Use the Platform for unlawful activities; or
• Otherwise interfere with the normal operation of the Platform or infringe upon the lawful rights of others.

2.4 Account Restrictions

If Parcel Bee has reasonable grounds to believe that a User has violated these Terms, engaged in fraud, created a security risk, or interfered with the normal operation of the Platform, Parcel Bee may take reasonable measures based on the circumstances, including issuing a warning, restricting services, suspending the account, or closing the account. Parcel Bee will provide any notices required by applicable law.

3.1 Available Services

Parcel Bee may provide shipping labels, order processing, parcel pickup, shipment tracking, return management, LTL freight, and other related logistics services. The availability of each service is subject to the options displayed on the Platform and the applicable order confirmation.

3.2 Service Areas

Parcel Bee currently provides pickup and warehouse services primarily in eligible areas of the following Canadian cities:

• Toronto
• Vancouver
• Calgary
• Montreal

Not all areas within these cities are necessarily eligible for pickup or warehouse services. Sender-address eligibility, including any postal-code or Forward Sortation Area (FSA) controls, is separate from the delivery coverage of the selected carrier. Delivery may be available elsewhere in Canada where supported by that service. Users must confirm the eligibility of the origin, destination, and pickup arrangements for each order.

Parcel Bee may adjust its service areas based on operational capacity and may notify Users through the Platform or other reasonable means where appropriate.

Saving an address in an address book, or receiving permission to use an address, does not by itself confirm pickup availability or acceptance by every carrier or channel. Eligibility remains subject to the selected service and order confirmation.

3.3 Parcel Shipping and LTL Freight

Parcel Bee may support parcel shipping and less-than-truckload (LTL) freight for eligible shipments. Different services may have different requirements regarding dimensions, weight, packaging, pickup, and eligible goods. Users must confirm that the selected service is suitable for their shipments before placing an order.

The parcel weight limit in Section 4.2 does not establish the permitted weight of an LTL pallet or freight shipment. LTL services, where offered and confirmed, are subject to their applicable quotation, freight documentation, and service-specific requirements.

3.4 Service Availability

Available services, carriers, prices, pickup arrangements, and other service conditions are determined by the information displayed and confirmed by the Platform at the time of ordering. Certain services may be unavailable due to geographic restrictions, shipment characteristics, carrier policies, or operational limitations.

3.5 Parcel Handover and Warehouse Procedures

Users must hand over parcels in accordance with Parcel Bee's designated procedures. Parcels may be handed over through the following methods:

• Scheduled driver pickup: Users may arrange pickup through the methods provided by Parcel Bee and prepare their parcels in accordance with the confirmed arrangements.
• Drop-off at a Parcel Bee-operated warehouse: Users may deliver parcels directly to a designated Parcel Bee-operated warehouse where permitted by Parcel Bee's current requirements and procedures.

Unless expressly authorized in advance by Parcel Bee personnel, Users must not deliver parcels directly to a last-mile carrier's warehouse, distribution centre, or other receiving location, or bypass Parcel Bee's warehouse intake and consolidated handover process.

Parcel Bee's standard process requires parcels to be received at a Parcel Bee-operated warehouse before being handed over to the relevant last-mile carrier in accordance with internal operating procedures.

Parcels delivered directly to a last-mile carrier without authorization may not receive normal warehouse intake records, shipment tracking, or subsequent inquiry support. Responsibility will be determined based on the actual handover circumstances, the responsibilities of the parties involved, and applicable law.

If a User repeatedly violates these handover requirements, Parcel Bee may take reasonable measures based on the nature and impact of the violations, including issuing warnings, restricting relevant services, suspending pickup privileges, or suspending or closing the account, subject to any notice obligations under applicable law.

For multi-piece shipments, each physical parcel must carry its correct corresponding label, and the User must hand over the declared number of parcels. A master tracking number or a scan of one parcel does not establish receipt of all pieces. Order submission, payment, label generation, warehouse receipt, storage placement, and carrier collection are separate events. Actual handover, parcel counts, and custody will be assessed using the available scans, handover records, photographs, and other relevant evidence; an absent system scan does not by itself disprove actual custody.

3.6 Estimated Transit Times

Transit times, estimated delivery dates, and other delivery estimates displayed on the Platform are for reference only and do not constitute a guarantee of delivery by a specific date or within a specific period.

Actual transit times may be affected by weather, traffic, holidays, carrier operations, address-related issues, and other factors beyond our control.

A shipment's failure to arrive within the estimated delivery period, by itself, does not entitle the User to delay compensation or a freight refund where no other qualifying claim condition exists. This provision does not affect any rights that cannot be excluded under applicable law, nor does it prevent claims for qualifying loss, damage, or other circumstances covered by these Terms.

3.7 Service Changes

Parcel Bee may adjust its services, service areas, or operating procedures due to operational requirements, carrier policies, technical maintenance, or other reasonable circumstances. Where appropriate, Parcel Bee will notify Users of such changes. All changes remain subject to applicable law and relevant contractual obligations.

3.8 API Batch Orders and Store Integrations

Orders submitted through the API, batch files, connected stores, or authorized third-party software are subject to these Terms and the applicable integration instructions. Users must review and complete the shipment information before submission, including addresses, service selections, parcel quantities, dimensions, weights, units, and any insurance selections. An import or synchronization does not guarantee that the source system supplies every required field.

Product dimensions and weights are not necessarily the dimensions and gross weight of the packed shipment. Multiple products in a cart may require packing together or into separate parcels. Users must confirm the actual packaging and the details of each physical parcel; the Platform does not guarantee that it can determine final packed dimensions from cart contents alone.

A batch may contain both successful and unsuccessful orders. Users must check the result for each order. A timeout, interrupted connection, pending status, or error message does not, by itself, establish that no order or charge was created. Before resubmitting an uncertain request, Users must check the original order or contact Parcel Bee. API retries and idempotency identifiers must follow the current API instructions; the same identifier must not be reused with different request contents. These requirements do not excuse incorrect or duplicate charges caused by the Platform.

4.1 Accurate Parcel Information

Users must provide truthful and accurate parcel information when placing an order, including but not limited to:

• Sender and recipient information;
• Pickup and delivery addresses;
• Parcel weight, dimensions, and quantity;
• Contents and declared value of the goods; and
• Any other information required for ordering or transportation.

Additional charges, shipping issues, or other losses arising from inaccurate, incomplete, or misleading information provided by the User will be handled based on the circumstances, the responsibilities of the parties involved, and applicable law.

4.2 Weight and Dimension Limits

Unless otherwise expressly approved in advance by Parcel Bee, each parcel must not exceed 68 kg. Users must also comply with any other weight, dimension, and commodity restrictions imposed by the selected service and carrier.

Parcels that do not meet the applicable requirements may be refused, returned, repriced, or deemed ineligible for transportation under the originally selected service.

Declared measurements must describe each actual packed parcel, including its outer packaging. Users must identify the measurement units correctly, including centimetres or inches and kilograms or pounds, and declare each physical parcel and its quantity accurately. Chargeable weight may be the higher of actual gross weight and volumetric weight under the selected service rules. Volumetric factors, measurement rounding, weight increments, size limits, and handling surcharges vary by carrier and service; no single rounding increment or volumetric factor applies to every channel.

4.3 P.O. Box Addresses

P.O. Box addresses may only be used when the selected service expressly supports them, such as eligible Canada Post services. Other carriers or services may not deliver to P.O. Box addresses.

4.4 Packaging and Bundling Restrictions

Each parcel must be individually and securely packaged in accordance with the requirements of the selected service and carrier.

Unless expressly approved in advance by Parcel Bee, Users must not bundle, wrap, strap, tape, or otherwise fasten multiple separate parcels together and present them as a single parcel.

If a parcel is bundled or otherwise fails to meet the requirements:

• Parcel Bee drivers or warehouse personnel may refuse to accept it;
• The last-mile carrier may refuse, separate, or return the parcels; and
• The parcels may not be scanned, tracked, or handed over normally.

Issues such as missed pickup, refusal, delay, separation, or loss resulting from the User's failure to comply with these requirements will be assessed based on the circumstances, the responsibilities of the parties involved, and applicable law.

4.5 Packaging Responsibility

Users are responsible for ensuring that their goods are appropriately packaged for transportation. Packaging must reasonably protect the goods and be suitable for normal handling and transit.

If damage is related to inadequate packaging, insufficient protection, or failure to comply with applicable packaging requirements, claim eligibility and compensation may be affected. Any claim will be reviewed based on the circumstances, applicable policies, and applicable law.

Nothing in this section excludes or limits any liability that Parcel Bee is prohibited from excluding or limiting under applicable law.

4.6 Prohibited and Restricted Items

Users must not ship items prohibited or restricted by applicable law, carrier rules, or Platform policies, unless the relevant item and shipping method have received all required authorizations and are expressly permitted.

Parcel Bee may refuse, suspend, or cancel services involving prohibited or restricted items in accordance with applicable law, carrier policies, and operational requirements.

4.7 Inaccurate Parcel Information

If the actual weight, dimensions, quantity, contents, or other information concerning a parcel differs from the information provided at the time of ordering, the carrier or Parcel Bee may adjust the charges, request additional information, refuse the parcel, or take other reasonable measures in accordance with applicable rules.

4.8 Warehouse Reweighing and Dimension Verification

After a parcel arrives at the warehouse, Parcel Bee may verify its actual weight and dimensions using relevant equipment. Parcel Bee or the relevant carrier may also verify shipment information at other stages of handling. Shipping charges may be recalculated based on supported verification results and the applicable service rules; not every parcel is necessarily measured through the same process.

If the recalculated shipping charge exceeds the original charge by more than CAD $1.00, Parcel Bee will charge the full difference to the User's account wallet. The adjustment can be viewed under “Wallet – Adjustments and Additional Charges” on the Platform.

Parcel Bee may retain weight records, dimension measurements, and relevant photographs as evidence for billing calculations and subsequent reviews.

If a User disputes the verification results or a charge adjustment, the User may contact Parcel Bee Customer Service to request a review. Parcel Bee will review the available measurement records, photographs, and other relevant information and handle the dispute based on the findings.

A weight or dimension adjustment must be supported by the relevant verification and pricing records for the applicable service. Transportation charges and separately purchased insurance must be accounted for separately. A change in rates or pricing conditions must not, by itself, be characterized as a discrepancy in the User's declared measurements. Corrections of Platform calculation or processing errors will be reviewed on their actual merits.

Carrier-billed corrections or other valid supplementary fees may be identified after the initial order or handover. The reason for an adjustment and the available supporting information will be provided through the Platform or upon a reasonable request for review. The threshold for all additional charges and upward adjustments is set out in Section 5.3. Requesting a review does not itself determine whether an adjustment is valid; any confirmed incorrect charge will be corrected.

5.1 Prepaid Balance

Parcel Bee uses a prepaid balance or Credits system to collect service fees. Users must ensure that sufficient funds are available in their accounts before using the services or complete payment through a payment method supported by the Platform.

Unless expressly stated otherwise, Platform charges and account balances are expressed in Canadian dollars (CAD). Funds may be reserved or frozen during order processing. A reservation reduces the balance available for other transactions but is not the same as a final charge; it may be captured, adjusted, or released according to the actual order outcome. Any approved credit facility is subject to its separately agreed terms.

5.2 Payment Methods

The Platform may support credit cards, electronic money transfers (EMT), WeChat Pay, Alipay, or other payment methods announced by Parcel Bee. Available payment methods are subject to what is displayed on the Platform.

A recharge is credited after the payment provider or Parcel Bee has verified successful payment, as applicable. Initiating a transfer, submitting payment evidence, or indicating that payment has been made does not alone confirm cleared funds. Payment reversals and confirmed payment errors may require corresponding account corrections, subject to the transaction evidence and applicable law.

5.3 Shipping Charges and Additional Fees

Users must pay the prices displayed at the time of ordering and any applicable fees under the selected service conditions. Shipping charges may be reviewed or adjusted based on the actual weight, dimensions, addresses, service type, and carrier billing rules.

A quote is an estimate based on the shipment information available when issued and does not reserve a rate. A quote based on postal codes or incomplete shipment details may differ from the charge calculated using complete addresses, parcel measurements, and the selected service. The initial order charge is the amount calculated at order creation and stated in the order confirmation or successful API order response, including applicable disclosed fees and taxes. Any separately purchased insurance and related taxes must be identifiable in the order or billing details.

The User's submission of an order authorizes payment of the charges applicable to that order under these Terms. Users should review the confirmed order amount and promptly raise any discrepancy. A prior estimate does not override the confirmed initial order amount, but this does not authorize undisclosed mandatory fees or excuse a Platform error. Subsequent adjustments require a valid basis under these Terms and the applicable service rules.

For all supplementary charges and upward adjustments under these Terms, an amount is charged only when the positive adjustment exceeds CAD $1.00. When this threshold is exceeded, the full adjustment is charged, not only the portion above CAD $1.00. For example, a valid CAD $1.50 adjustment results in a CAD $1.50 charge. This threshold applies to subsequent additional charges, not the original order price, and does not prevent correction of an erroneous debit or payment of an otherwise due refund.

Adjustments may arise from verified weight or dimensions, address corrections, residential or remote-area classification, oversize or special handling, return transportation, or other fees applicable to the selected service. Only fees that are applicable, supported, and disclosed as required by law may be charged. Available measurement or carrier billing evidence may be reviewed through Parcel Bee Customer Service.

Warehouse reweighing, dimension verification, additional charges, and dispute procedures are governed by Section 4.8. Other charges imposed under applicable carrier or service rules will be handled to the extent permitted by those rules and applicable law.

5.4 Deduction of Fees

Parcel Bee may deduct confirmed shipping charges and other applicable fees from the User's account balance in accordance with Platform policies. Users should review their transaction records and contact Parcel Bee if they identify any discrepancies.

Users authorize Parcel Bee to capture reserved funds and deduct confirmed order charges and valid adjustments payable under these Terms. Account records may show reservations, captured charges, released funds, refunds, and adjustments separately. If an amount properly payable under these Terms exceeds the available balance, the User remains responsible for that amount and may be asked to recharge the account; further services may be restricted subject to any agreed credit arrangements and applicable law. This authorization does not permit arbitrary or duplicate deductions.

5.5 Promotional Credits

Credits issued through promotions, campaigns, or other offers may be subject to expiry dates, eligible services, usage conditions, or other restrictions. The applicable campaign rules or Platform notices will govern.

Promotional Credits are distinct from amounts paid into the account by the User. Their eligibility for withdrawal, refund, or transfer is determined by the disclosed promotion rules and applicable law; they must not be represented as refundable cash unless expressly stated.

5.6 Taxes

Unless otherwise stated, applicable taxes will be handled in accordance with relevant laws and the billing information displayed by the Platform.

5.7 Unused Balance and Refund Requests

Users who wish to request a refund of unused Credits or account balances should contact Parcel Bee Customer Service or the designated Parcel Bee representative.

• Parcel Bee will review the request based on the account status, transaction records, source of the balance, applicable Platform policies, and legal requirements.
• After the review, Parcel Bee will communicate the outcome and any next steps.
• Refund eligibility, amount, and method will be determined based on the circumstances and applicable rules.

This section does not exclude or limit any refund rights that Users may have under applicable law. Where a refund is legally required, Parcel Bee will process it in accordance with the applicable requirements.

5.8 Shipping Order Cancellation and Refunds

Cancelling a shipping order is separate from cancelling a pickup booking. A cancellation request is subject to the shipment status, carrier or channel rules, and confirmation that cancellation has been accepted. An unused or downloaded label does not by itself establish that the order can be cancelled or refunded. Until the outcome is confirmed, Users must not assume that the order has been cancelled.

After a shipping cancellation is confirmed, eligible shipping amounts will be returned to the Platform wallet in accordance with the actual cancellation result. Any fee retained must have a valid basis under the applicable service rules and these Terms. Insurance cancellation and premium refunds are subject to Section 8.11 and the applicable policy. Requests to withdraw an unused wallet balance remain subject to Section 5.7. Processing and payment-provider times may vary.

6.1 Pickup Scheduling

Driver pickups must be arranged through the methods designated by Parcel Bee. Pickup times and availability are subject to booking confirmation, service coverage, and actual operational capacity.

Submitting a pickup request does not necessarily mean that the pickup time has been finally confirmed. Users should review any confirmation provided by the Platform or Parcel Bee personnel.

Pickup dates and time windows must be read in the time zone stated in the booking confirmation or applicable booking instructions. Users should confirm the time zone if it is unclear, particularly where the account holder and pickup location are in different regions.

6.2 Parcels Must Be Ready

Users must ensure that, by the scheduled pickup time or pickup window:

• All parcels are fully prepared;
• Parcels are properly packaged and bear valid Parcel Bee shipping labels;
• Parcels are accessible and ready for safe collection by the driver; and
• The pickup address and on-site handover arrangements are accurate.

Users should avoid causing unnecessary driver waiting time because parcels are not ready, handover is unavailable, or other issues could reasonably have been prevented in advance.

6.3 Cancelling or Changing a Pickup

Users who need to cancel or change a pickup should notify Parcel Bee through the Platform or designated channel as early as possible so that driver arrangements can be adjusted.

Last-minute cancellations, failure to provide advance notice, or unprepared parcels may result in unnecessary driver trips, waiting time, or wasted operational resources.

Cancelling or changing a pickup does not itself cancel the associated shipping labels, transportation orders, or insurance. Those items require their own applicable cancellation process.

6.4 Unprepared Parcels and Failed Pickups

If a pickup cannot be completed because of the User's actions or omissions, Parcel Bee may arrange another pickup based on the circumstances and take reasonable operational measures.

If such incidents occur repeatedly, Parcel Bee may issue warnings, restrict future pickup bookings, suspend pickup services for the User, or take other reasonable measures depending on the frequency and impact of the incidents.

If a fee is applicable, Parcel Bee will handle it in accordance with the relevant rules and applicable law. Where required, the applicable fee must be disclosed to the User in advance.

6.5 Repeated Violations and Regional Operational Adjustments

If a User repeatedly schedules pickups without handing over parcels, cancels without valid reason at short notice, or otherwise causes repeated failed driver trips, Parcel Bee may restrict booking privileges, suspend the relevant pickup services, or take other reasonable measures based on the circumstances.

If such incidents continue and materially affect pickup operations in a particular area, Parcel Bee may adjust pickup arrangements in that area based on operational needs and notify affected Users where appropriate.

6.6 Eligible Parcels and Unauthorized Non-Parcel Bee Shipments

Parcels handed over by a User must correspond to Parcel Bee orders and pickup records.

Unless expressly authorized in advance by Parcel Bee personnel, Users must not include parcels that were not ordered through Parcel Bee, do not bear valid Parcel Bee shipping labels, or have not otherwise been authorized for acceptance by Parcel Bee in a scheduled pickup batch.

• Drivers may refuse parcels that do not meet these requirements.
• The mere presence of a parcel at a pickup location or its physical handover to a driver does not establish that Parcel Bee has formally accepted the parcel.
• Users must contact Parcel Bee promptly to verify the acceptance and registration status of any parcel delivered without authorization.

For parcels that have not been formally accepted or registered by Parcel Bee, Parcel Bee has no obligations beyond its actual receipt, custody, and scope of services.

If an unauthorized parcel is in fact accepted by a driver or enters a warehouse, Parcel Bee will handle the matter based on the actual receipt, registration, and custody circumstances and determine responsibility in accordance with applicable law. Nothing in this section excludes or limits any liability that Parcel Bee is prohibited from excluding or limiting under applicable law.

6.7 Circumstances Beyond Our Control

Weather, traffic, road conditions, on-site safety issues, carrier arrangements, and other factors beyond our control may affect pickup times or service arrangements. Parcel Bee will take reasonable steps based on the circumstances but cannot guarantee that every pickup will be completed at the specified time.

6.8 Handover to the Last-Mile Carrier

After a parcel is handed over to the last-mile carrier, its transportation and delivery are also subject to that carrier's operating procedures and service terms. Parcel Bee may assist Users with inquiries or submissions within a reasonable scope but cannot guarantee that the carrier will take a particular action or achieve a specific result.

7.1 Tracking Information

Tracking information displayed on the Platform may be delayed, incomplete, or inconsistent across systems. Shipment status should be interpreted in conjunction with the carrier's tracking system and the actual transportation circumstances.

7.2 Last-Mile Delivery

Last-mile delivery, delivery times, proof of delivery, and related operations are carried out by the actual carrier in accordance with its procedures. Different carriers may have different service rules.

7.3 Shipment Exceptions

If a User identifies a lost parcel, damage, delay, misdelivery, or another shipment exception, the User should contact Parcel Bee promptly and provide the order number, tracking number, and relevant supporting documents.

Parcel Bee will assist with inquiries or eligible claims in accordance with the applicable service arrangements and policies.

7.4 Carrier Operational Control

Parcel Bee does not directly control all transportation routes, delivery personnel, delivery schedules, or on-site operations of last-mile carriers.

7.5 Address and Delivery Information

Requests to change a delivery address, arrange redelivery, or modify other delivery information are subject to the last-mile carrier's rules and actual handling capabilities.

7.6 Situations Where Users Should Contact the Last-Mile Carrier Directly

Where the last-mile carrier permits the sender or recipient to make the request directly, Users should generally use that carrier's official website or customer service channels for the following matters:

• Requesting delivery updates or specific delivery arrangements;
• Changing the delivery address or recipient information;
• Requesting redelivery;
• Obtaining proof of delivery, signature records, or delivery details; and
• Other requests that the carrier requires the sender or recipient to handle directly.

Whether such requests are accepted or processed is determined by the carrier under its own rules and actual circumstances.

Where a request must be made by the carrier account holder or an authorized channel, the User should contact Parcel Bee for assistance through the appropriate account or service partner. A User is not required to make an account-holder request that the carrier does not permit the User to submit.

7.7 Parcel Bee Assistance and Scope of Responsibility

Users may also contact Parcel Bee for reasonable assistance. Where appropriate, Parcel Bee may help check shipment information, forward requests, or follow up with the carrier, but cannot guarantee that the carrier will accept or complete the requested action.

Parcel Bee's responsibility for operations independently controlled by the last-mile carrier and outside Parcel Bee's control will be determined based on its actual responsibilities, relevant agreements, and applicable law.

Nothing in this section excludes or limits liability arising from Parcel Bee's own conduct, negligence, or other matters for which it is legally responsible.

8.1 Claim Submission Deadline

For Parcel Bee's internal notification and case-registration process, Users must report lost parcels, damaged parcels, missing contents, or other shipment exceptions to Parcel Bee within 30 calendar days from the order date.

Users should notify Parcel Bee as soon as they discover an issue and provide the required supporting documents. The 30-day period above is an internal notification requirement, not a replacement for the formal claim requirements of the relevant carrier or insurer. Applicable deadlines may run from pickup, delivery, discovery, scheduled delivery, or another event specified by the relevant service terms or policy, and may differ by claim type. Users must comply with any earlier applicable deadline without waiting for the internal period to expire.

If an issue could not reasonably have been discovered within the internal period, the User must notify Parcel Bee promptly upon discovery so that the available claim options can be reviewed. Late notification may affect the ability to investigate or submit a claim, but does not automatically extinguish rights that remain available under the applicable carrier agreement, insurance policy, or law. Each case will be handled according to its circumstances and applicable requirements.

8.2 Supporting Documentation

Depending on the type of claim, Users must provide the necessary supporting documentation, which may include:

• Parcel Bee order number and tracking number;
• Sender and recipient information;
• Purchase invoices, transaction records, or other proof of the value of the goods;
• Photographs of the parcel and outer packaging;
• Records relating to loss, damage, missing contents, or delivery exceptions;
• Carrier investigation results, shipping records, or handover evidence; and
• Any other documents required by the carrier.

If the documentation is incomplete, Parcel Bee or the relevant carrier may request additional information to facilitate further investigation and review.

8.3 Claim Review Process

Claims are subject to review. Parcel Bee will assess or assist with the claim based on the order information, supporting documents provided by the User, parcel circumstances, and applicable service rules.

For claims under carrier liability, eligibility and the final compensation amount are subject to the applicable terms, liability limits, claim requirements, and investigation results of the relevant last-mile carrier. Submitting a claim does not guarantee approval or full compensation.

8.4 Compensation Limit and Freight Refunds

For eligible claims under certain carriers' standard liability arrangements, the basic compensation limit for the value of the goods may be CAD $100 per parcel. This is a general description of basic carrier liability, not a universal limit for every service, a fixed payment, or an automatic entitlement to CAD $100. The applicable carrier agreement determines whether basic liability is included, its limit, and any exclusions.

Claim eligibility, coverage, calculation methods, and the final compensation amount will be determined in accordance with the applicable service terms, liability limits, claim requirements, and investigation results of the relevant last-mile carrier. The actual compensation may be lower than the maximum limit, and some claims may be denied if they do not meet the applicable requirements.

The declared value of the goods does not guarantee full compensation. The final compensation amount will be determined based on the applicable claim rules and review results.

The reference to CAD $100 does not create a separate Parcel Bee insurance policy or cap a valid claim under separately purchased insurance. Any different carrier liability limit, approved higher declared-value arrangement, or insurance entitlement is governed by its own applicable terms. Nothing here limits liability or rights that cannot lawfully be limited.

Requests for freight refunds will be reviewed separately where the applicable conditions are met. Parcel Bee will handle eligible freight refunds in accordance with the relevant last-mile carrier's rules, claim review results, and applicable Platform policies. Compensation for goods and freight refunds are assessed separately. Eligibility for a freight refund does not guarantee full compensation for the value of the goods.

If the User has purchased additional shipping insurance for a particular parcel, the applicable insurance policy or contract will govern the coverage, compensation amount, deductible, exclusions, and claim procedures. Unless expressly provided otherwise in the applicable insurance terms, additional insurance must not be interpreted as a guarantee of a particular claim outcome.

8.5 Last-Mile Carrier Rules

Claims under carrier liability are subject to the applicable service terms, account agreements, claim conditions, and investigation results of the relevant last-mile carrier. Different carriers, service types, or insurance arrangements may have different claim requirements.

Users must cooperate with investigations and provide truthful, accurate, and complete supporting documents as requested. Parcel Bee may reasonably assist with submitting claims, forwarding documents, or following up on progress, but does not guarantee that the carrier will approve a claim or pay a particular amount.

8.6 Supporting Materials and Retention of Items

Users must provide reasonably required information for the relevant case, including order and tracking information, product names and quantities, proof of value, photographs of the outer and inner packaging, photographs of damaged items, recipient statements, shipping or handover records, and other documents requested by the carrier.

For claims involving damage or missing contents, Users should retain the goods, outer packaging, inner packaging, and protective materials where safe and reasonably practicable until the last-mile carrier or Parcel Bee confirms that further inspection is not required. Discarding, repairing, or disposing of the relevant items without confirmation may affect the investigation and claim outcome.

8.7 Circumstances That May Affect a Claim

The following circumstances may result in a claim being delayed, reduced, or denied, depending on the facts, the applicable carrier rules, and applicable law:

• Failure to notify or submit the claim within the applicable deadline;
• Inability to provide sufficient proof of shipment, handover, value, or loss;
• Inaccurate parcel information, unsupported declared value, or discrepancies between the declaration and the actual goods;
• Insufficient packaging, failure to meet carrier requirements, or improper bundling of separate parcels;
• Goods that are prohibited, restricted, excluded from coverage, or otherwise shipped at the sender's risk under applicable carrier rules;
• Damage related to the inherent nature of the goods, fragility, perishability, or inadequate packaging; or
• Failure to cooperate with an investigation, provide requested documents, or supply necessary shipping and handover records.

This list is not exhaustive. Each claim will be reviewed based on the specific facts, applicable rules, and applicable law.

8.8 Investigation and Processing Time

The time required for a last-mile carrier to investigate and process a claim may vary depending on the service type, complexity of the case, and the carrier's workload. Parcel Bee cannot guarantee that a carrier will complete an investigation or approve a claim within a specific number of days.

Once the carrier has made a decision, Parcel Bee will, where applicable, assist with the subsequent payment or Credits process in accordance with the relevant service arrangements and review results. Actual processing times may vary depending on the carrier's response and any required review procedures.

8.9 Statutory Rights

The claim procedures, compensation limits, and submission deadlines in this section apply to the extent permitted by applicable law. Nothing in this section excludes or limits any statutory rights that cannot lawfully be excluded or limited.

8.10 Optional Shipping Insurance

Where offered for an eligible shipment, Users may choose additional shipping protection through UPS Capital Canada Insurance Brokers, Limited. Coverage is underwritten by the insurer identified in the applicable policy. Parcel Bee is not the insurance company underwriting the risk. Insurance is optional, is not included merely because a declared value has been entered, and is subject to the applicable policy and product disclosures made available during the insurance process.

Insurance is selected and confirmed for the individual physical parcels covered by the purchase. A master tracking number, shipping label, insurance quote, premium estimate, or submission of a transportation order does not alone prove that all pieces have been insured. Users should check the confirmation for each selected insured parcel. A pending or review-required result must be referred to Parcel Bee for verification; it must not be treated as confirmation of coverage.

Users must provide accurate goods values, contents, destination details, and any required address-type or signature information and meet the eligibility conditions displayed for the service. The actual policy governs when coverage attaches, insured interests, insured amounts, deductibles, exclusions, and claims procedures. Platform order or payment status does not override those policy conditions. The relevant insurance terms and product disclosure form part of the insurance purchase arrangements and must be reviewed separately.

8.11 Insurance Cancellation and Premium Refunds

The Platform's self-service cancellation process for insured orders is available within 24 hours of order creation, subject to the applicable shipping and insurance cancellation requirements. A premium refund requires successful, verified cancellation or voiding of the relevant insurance. Cancelling the transportation order does not by itself establish that the insurance has been voided. For a multi-piece shipment, the result must be checked for each insured parcel.

After 24 hours, or where insurance cancellation fails, remains pending, or cannot be verified, the User must contact the administrator for review. Premiums will not be treated as refundable solely because a cancellation was requested; any refund will follow the verified result, the applicable policy, and law. The 24-hour Platform process does not remove any separate cancellation or refund right available under the policy or applicable law.

9.1 Return Services

Parcel Bee may offer return shipping labels, return pickups, return tracking, and related management features. Available services are subject to the information displayed on the Platform and the order confirmation.

Generating or paying for a return label does not establish that the label has been used, that the return parcel has been handed over, or that the goods have been received at a warehouse. Return services and any insurance eligibility must be checked separately for the selected service.

9.2 Return Requirements

Users must prepare return parcels in accordance with the requirements of the Platform and the relevant carrier and ensure that all information is accurate. Different return services may have different packaging, labeling, and handover requirements.

9.3 Return Tracking

Return tracking information may be affected by carrier scanning and system updates. Parcel Bee will provide available status information where possible but cannot guarantee that all statuses will be updated in real time.

9.4 Warehouse Storage and Related Fees

If a return parcel needs to be temporarily stored at a warehouse, the applicable storage period, handling procedures, and any fees will be determined in accordance with the relevant service rules and information disclosed to the User.

Warehouse collection must be arranged through the designated process and carried out by the User or a representative authorized to collect the relevant parcels. Parcel identities and quantities should be checked at handover. Removal and handover records may include the operator, time, parcel identifiers, notes, and collection evidence; supporting photographs may be uploaded after the handover where the process permits. These records will be considered together with other evidence of actual receipt and custody.

Any storage period, storage or handling charge, and procedure for uncollected goods must be disclosed under the applicable service arrangements and comply with law. This section does not itself create an automatic right to destroy, sell, or take ownership of goods after an undisclosed period.

9.5 Merchant Refund Policies

Parcel Bee's return logistics services do not determine whether a merchant must provide a product refund, exchange, or other remedy to its consumer. The merchant that sold the goods is responsible for handling its product refund policy in accordance with applicable law.

Users must not use the Parcel Bee platform or related services to:

• Violate applicable laws or carrier rules;
• Provide false order information, parcel details, or declared values;
• Ship prohibited items or items that have not been authorized for shipment;
• Bypass Parcel Bee's warehouse handover procedures without authorization;
• Improperly bundle multiple separate parcels;
• Commit fraud, abuse promotions, make fraudulent claims, or deliberately evade fees;
• Access, interfere with, or damage Platform systems or data without authorization;
• Infringe the intellectual property or other lawful rights of Parcel Bee or third parties; or
• Engage in other conduct that violates these Terms or harms the normal operation of the Platform.

If a User violates these requirements, Parcel Bee may take reasonable measures based on the nature of the violation, including refusing parcels, cancelling relevant services, restricting services, suspending the account, or closing the account. Any related responsibility will be handled in accordance with applicable law.

To the extent permitted by applicable law, Users are responsible for losses directly caused by their own violations.

11.1 Information Collection

Parcel Bee may collect and use necessary information for account management, order processing, parcel transportation, pickup arrangements, payments, customer support, fraud prevention, and legal compliance.

Necessary service records may include parcel measurements, warehouse scans, handover and collection photographs, delivery evidence, and information required for insurance or an authorized store integration. Such information will be used for the relevant service, billing verification, security, support, or lawful claims handling, subject to the Privacy Policy and applicable law.

11.2 Information Sharing

To provide the relevant services, Parcel Bee may share necessary information with last-mile carriers, pickup personnel, payment service providers, technology service providers, and other relevant service partners.

Where necessary for the selected service, this may include relevant shipping channels, authorized integration providers, insurance brokers, insurers, and claims administrators. Some service providers may process information outside the User's province or Canada, as described in the Privacy Policy and permitted by applicable law. The User's use of the service does not waive applicable privacy rights.

The collection, use, disclosure, and retention of information will be handled in accordance with Parcel Bee's Privacy Policy and applicable privacy laws.

11.3 User Responsibilities

Users must ensure that they have an appropriate basis for providing personal information, recipient information, and other materials and must provide any required notices where applicable.

11.4 Email Communications

Parcel Bee may send Users emails relating to their accounts, orders, shipping services, Platform operations, and other service-related matters.

Where permitted by applicable law and where the required consent has been obtained, Parcel Bee may also send marketing emails about Platform features, service updates, promotions, and other commercial information. Users may unsubscribe from marketing emails using the unsubscribe method provided in the relevant email.

Unsubscribing from marketing emails will not affect the delivery of non-marketing communications necessary for service fulfillment, account administration, or other essential operational purposes.

12.1 Intellectual Property

The design, software, branding, text, images, and other content of the Parcel Bee platform are owned by Parcel Bee or the relevant rights holders, unless otherwise expressly stated.

Users must not copy, modify, distribute, sell, or otherwise improperly use such content without authorization.

12.2 Platform Availability

Parcel Bee will maintain the operation of the Platform as reasonably practicable but does not guarantee that the Platform will always be uninterrupted, error-free, or entirely suitable for a User's specific requirements.

If certain features become temporarily unavailable due to maintenance, technical failures, network issues, or other reasonable circumstances, Parcel Bee will take reasonable steps to address the issue where appropriate.

13.1 Indirect Losses

To the extent permitted by applicable law, Parcel Bee will not be liable for indirect, incidental, special, or consequential losses arising from the use of the Platform or related services where such liability is not legally required.

13.2 Service and Carrier Responsibilities

The independent operations, transportation arrangements, and service rules of third-party carriers may affect shipment transportation and delivery. Parcel Bee's responsibility will be determined based on its actual role, relevant agreements, and applicable law.

13.3 Claims

Eligible claims will be reviewed and handled in accordance with Section 8 and the applicable policies.

13.4 Legal Limitations

Nothing in this section excludes or limits any liability that Parcel Bee is prohibited from excluding or limiting under applicable law, including liability that cannot lawfully be waived by contract.

14.1 Account Closure by the User

Users may request account closure through the channels provided by Parcel Bee. Before closing an account, Users should resolve outstanding orders, unpaid fees, and other outstanding obligations.

14.2 Suspension or Closure by Parcel Bee

Parcel Bee may suspend or close an account where appropriate if:

• The User engages in fraud or unlawful conduct;
• The User seriously or repeatedly violates these Terms;
• The User's conduct creates a material risk to the Platform, warehouses, drivers, carriers, or other Users; or
• There is an account security risk or another reasonable operational reason.

Parcel Bee will provide any notices and take any other actions required by applicable law.

14.3 Obligations After Account Closure

Account closure does not affect fees incurred before closure, pending claims, or other obligations that remain effective under applicable law.

Requests to refund any unused account balance will be handled in accordance with Section 5.7, Platform policies, and applicable law.

Parcel Bee may update these Terms in response to service changes, operational needs, or legal requirements.

Where applicable law requires advance notice, consent, or other steps, Parcel Bee will comply with those requirements.

Updated Terms will be published through the website, Platform, or another appropriate channel, together with the applicable update date.

Amendments will not be used to retroactively deprive Users of rights they have already lawfully acquired. Users who continue to use the relevant services after updated Terms take effect will be subject to the updated Terms to the extent legally applicable.

The version and effective date applicable to an order or service will be determined by the published Terms and any legally required notice or acceptance process. Separate insurance terms and their acceptance apply to an insurance purchase. Electronic account records, order submissions, and other relevant evidence may be used to establish instructions and acceptance, subject to applicable law; required consent will not be assumed merely because a record exists.

These Terms will be interpreted and applied in accordance with applicable federal laws of Canada and the laws of the relevant province.

Any choice of law will not exclude or limit statutory rights that Users are entitled to under applicable law and that cannot lawfully be excluded or limited.

If a dispute arises from the use of the Parcel Bee platform or related services, the parties will first attempt to resolve it through good-faith discussions. If the dispute cannot be resolved, either party may seek appropriate remedies through lawful means.

Where applicable law requires a French version, prescribed disclosures, or an express choice to contract in another language, those requirements continue to apply. Nothing in these Terms waives mandatory language protections or makes an English-language version prevail where that would be contrary to applicable law.

If you have questions about these Terms, your account, order, pickup arrangements, or related services, please contact Parcel Bee through the following channels:

Contracting entity: Neighbour Express Ltd., operating the Parcel Bee platform.

• Website: https://parcelbee.ca/
• Customer Service Contact Information: [email protected]

By registering for or using the Parcel Bee platform or related services, the User acknowledges that they have read and understood these Terms and agree to comply with the provisions applicable to their account and the services they use.

The User also acknowledges that they have been given the opportunity to review Parcel Bee's Privacy Policy and understands that their personal information will be handled in accordance with that policy and applicable law.